Stateside with Stephanie
Why it ’ s more important than ever for venues to manage expections
Stephanie Selesnick looks at solutions for venues feeling the post-Covid workforce squeeze
T he hospitality business ’ s challenge in rehiring its workforce is real . Most exhibition venues and hotels are doing more with less . Many workers are new to the job , including banquet managers . After working onsite at some shows the past couple of months , it ’ s been my experience that most venues can handle communicating to workers or communicating with organisers , but not both .
If your show is new to a venue , your team and budget have probably painfully experienced working with those new in their jobs as well . Conversations had about delivery changes are not communicated to those executing the plan . Or if your show decides to be green and forgo single use water bottles by using water stations , the venue doesn ’ t communicate optimal locations – then charges you ( exorbitantly ) to move them .
Some other challenges include the experience of food service workers attempting to deliver food and drinks for a reception on the show floor – two hours prior to the event . That ’ s especially lovely when there ’ s alcohol or refrigerated food in the equation .
Or walking a couple of kilometres ( a mile ) to find a lavatory that ’ s open during move in or move out . The list goes on , but there ’ s no need to belabour the point that there has been attrition . Here are a couple of solutions .
• Your pain will be our pain . Inform your customers ahead of the show what post-Covid challenges your venue is dealing with . Organisers and exhibitors are
Stephanie Selesnick
going to experience those shortcomings anyway , so why not be upfront and level with them ? Explain you have new hires still getting up to speed , or share you are short-staffed on a Sunday which will affect food service operations or the number of lavatories available for move in .
• Have a city-wide moving in on top of a small conference ? Share what and how services and personnel will be impacted . Don ’ t forget loading dock availabilities for the smaller event .
• Supply a guide for first timers . You and your team know the traffic patterns in the building . Your team knows how things work . Share ways for organisers , exhibitors , and visitors to save money and avoid those budget-busting onsite orders . Special quirks or nuances ? Share those too .
• Roll pesky fees into the rental price . The more you help your clients from racking up unnecessary expenses and aggravation , the easier the event will be for everyone on your team – and the easier to rebook the client ! Include charges for updating digital signage . Speaker and session changes always happen . Be reasonable . Regularly charge a $ 50 fee for keys to lock contracted offices or seminar rooms ? Add them into the rental price .
Failing to streamline or eliminate annoying costs WILL cost future business . Is charging an extra $ 1,000 or $ 2,000 today worth losing future repeat business ?
Communicate openly and honestly . It ’ s your choice to have customers with realistic expectations rather than disappointed and frustrated .
30 Issue 3 2023 www . exhibitionworld . co . uk